Customer Service Specialist
2 weeks ago
Bonito Designs Pvt Ltd ( is one of the fastest growing Start-Ups in India in the Interior Designing Industry. The Company is funded by Lodha Ventures ( / Tomorrow Capital ( . The Company has its business operations in Bangalore & Mumbai and is soon planning to expand to other metro cities. The Management team is committed to make this one of the most aspiring brand for Indian consumers and a great place to work for employees.
The Company has a very conducive working environment for employees and offers fast-track growth opportunities for deserving & committed professionals.
Customer Experience Executive
Job Description:
Escalation Management:
1. Customer Interactions:
Communicate with customers through emails and calls to address their concerns and feedback, ensuring a prompt and empathetic response.
2. Stakeholder Management:
Collaborate closely with cross-functional teams such as customer success, design, and operations to expedite the resolution of customer escalations within defined timelines.
3. Ticket Resolution:
Follow up with customers via emails and calls to confirm the successful resolution of their issues, ensuring their satisfaction.
4. Customer Satisfaction:
Prioritize and work towards maintaining high levels of customer satisfaction for all escalated tickets received.
Customer Delight:
1. Schedule:
Identify eligible customer profiles and plan customer delight ceremonies, engaging with customers through emails and calls to determine their availability and scheduling accordingly.
2. Cross-functional Teams:
Coordinate with cross-functional teams, including sales and senior leadership, to organize and execute customer engagement events.
3. Feedback Collection:
Gather feedback from event attendees to gain insights into customer preferences and perceptions, using this information to enhance customer experiences.
Online Reputation Management:
1. Response Management:
Collaborate with the Online Reputation Management (ORM) agency to review and approve appropriate responses to online customer engagements.
2. Customer Interactions:
Engage with customers through emails and calls to address their feedback and concerns expressed on various social media platforms or review websites.
3. Stakeholder Management:
Foster close working relationships with cross-functional teams, including customer success, design, and operations, to swiftly address customer issues raised online.
Projects:
Actively participate in various projects aimed at improving customer experiences and optimizing internal processes as needed.
Reporting:
Create productivity reports, review PowerPoint presentations, and collate feedback, contributing to the continuous improvement of customer experience strategies and initiatives.
Qualifications:
Proven experience in customer service, customer experience, or a related role.
Excellent communication skills, both written and verbal.
Strong problem-solving abilities and the capacity to work well under pressure.
Proficiency in using customer relationship management (CRM) software and related tools.
Ability to work collaboratively with cross-functional teams.
Detail-oriented and highly organized with good time management skills.
Customer-centric mindset and a commitment to ensuring exceptional customer satisfaction.
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